Case Notes & Record Keeping

Good case notes are one of the strongest tools you have in tenancy and housing work. They protect the renter, support consistent service delivery, and help your organisation make clear and defensible decisions. This practical 3-hour session focuses on what to record, what to leave out, and how to write notes that are factual, respectful and easy to follow. Participants will leave with a clear structure for faster documentation, smoother handovers, and record keeping that meets legal and organisational expectations. 

Why this course matters

• Strengthen defensible decision-making through clear and consistent documentation  

• Reduce risk by recording the right information in the right way  

• Improve handovers and continuity when cases move between workers  

• Avoid common note-taking mistakes that create future complications  

• Support compliance with legal, organisational and professional obligations  

• Save time by improving clarity and reducing unnecessary back-and-forth  

What participants will learn 

• What information should and should not be recorded in tenancy and housing case notes  

• A simple structure for writing clear and consistent notes under time pressure  

• Practical strategies for writing objectively and avoiding assumptions or judgement  

• Language that is factual, respectful and appropriate for formal records  

• Common record keeping errors and how to prevent them  

• How to document key decisions, actions, conversations and follow-ups clearly  

• Approaches for writing notes that support team communication and continuity  

• Practical tips for keeping records useful, efficient and easy to review later  

Who should attend 

• Housing Officers  

• Tenancy and Property Workers  

• Case Managers and Support Workers  

• Intake and Assessment Staff  

• Team Leaders and Coordinators  

• Community housing frontline staff responsible for documentation  

Organisational benefits

• Improved consistency and quality of record keeping across teams  

• Reduced organisational risk through clearer, defensible documentation  

• Stronger compliance with legal and policy requirements  

• Better continuity of service during staff leave or turnover  

• Faster decision-making and fewer follow-up questions due to clearer notes  

What participants will receive 

• Practical guidance on what to document and what to leave out  

• A clear case note structure that can be applied immediately  

• Examples of effective case note language and formatting  

• Tips to support faster writing under pressure  

Facilitator - David Cherry

David Cherry, a Clinical and Forensic psychologist who has been working for over 40 years.  David has provided training for staff in a broad range of settings on staff safety and defusing situations where individuals may be aggressive including in the housing and homelessness sectors. David’s book, which he wrote with Bronwyn Upston,  entitled Managing Violent and Potentially Violent Situations-A Guide for Individuals and Organisations, has been distributed to over 5000 emergency relief providers all around Australia.